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VP of Payer Customer Success

2 months ago

Boston, United States SidekickHealth Full time

Sidekick Health

Our mission is to empower people to take control of their health by combining clinical and technical innovation to develop engaging and effective digital health products.

Sidekick Health has developed the world's most comprehensive suite of clinically impactful digital health solutions for health insurers. Our solutions are live with America's leading payers across all lines of business (Medicare, Medicaid, Commercial) in a wide range of conditions such as cardiovascular, metabolic, oncology, women's health and more, demonstrating strong industry leading engagement, adherence, clinical impact and ROI for our payer partners.

Role Overview

As VP of Customer Success, you will play 3 pivotal roles in our US Healthcare Business, reporting to the SVP of Payer Growth:

  1. Existing partner account management: This person will serve as the acting Key Account Manager for Sidekick's largest payer partner, leading our efforts to build and maintain strong relationships with key stakeholders within Elevance Health. They will be responsible for creating and executing the overall Account Management strategy for Elevance and aligning customer priorities with Sidekick business objectives.
  2. New partner account management: They will also lead Sidekick's efforts to build and maintain strong relationships with key stakeholders within newly acquired health plan customers. Based on growth projections and momentum we expect to add three (3) to six (6) new health plan partners for 2025 This person will be responsible for creating and executing the overall Account Management strategy for these newly contracted health plans, aligning customer priorities with Sidekick business objectives.
  3. Account management capability development: Lead and build a high functioning successful AM organization creating and implementing key processes to ensure customer satisfaction and revenue growth.


Responsibilities
  • Setting ambitious yet achievable goals and KPIs for the team, monitoring performance, and driving accountability.
  • Serving as the primary point of contact for Health Plan clients, ensuring proactive communication, responsiveness, and exceptional service delivery.
  • Collaborating with sales and marketing teams to develop compelling value propositions and strategic initiatives to attract new Health Plan clients.
  • Owning the financial performance of the Health Plan Account Management function, including revenue forecasting, budgeting, and expense management.
  • Collaborating on contract negotiations (as part of the overall growth team), pricing strategies, and effective account management practices.
  • Resolving issues/putting out fires.
  • Maintaining a market-leading customer satisfaction score.
  • Capturing actionable insights from customers and work with the Product team to shape new feature development and communicate roadmap to customers.
  • Recruiting and developing top talent within the Health Plan Account Management team, fostering a culture of mentorship, growth, and career advancement.
Requirements
  • Deep experience in the healthcare industry. Up to date on current industry trends, competitive landscape, and regulatory changes to inform business strategies and enhance market positioning.
  • Long-standing relationships with major Payors in the healthcare space.
  • Demonstrated leadership capabilities, with experience building, managing and developing high-performing customer success teams in a fast-paced, results-driven environment.
  • Excellent communication, negotiation, and interpersonal skills, with the ability to influence key stakeholders and build strategic partnerships.
  • Proficient in leveraging data analytics, CRM tools and other sales enablement tools to inform decision-making and optimize sales performance.
  • Minimum of 8+ years of progressive experience in Payor Account Management, with a proven track record of building/leading AM teams.
  • Be humble, yet drive and determined.
  • Have a team-first mentality.
Sidekick Health's Culture
  • We foster a culture of inclusion, belonging, flexibility, and growth.
  • We want you to be the best version of yourself.
  • We want you to feel valued and fulfilled at work.
  • We want you to be challenged and grow with us.
  • We believe in a good work/life balance.
  • We seek team members that are high in social sensitivity and empathy.
  • We know diverse teams function better than homogeneous teams.
  • We believe in getting to know each other on a personal level.
  • We want to make a good impact on other people's lives.


Employee Benefits

401k match, health insurance, generous PTO, top technology, flexible working hours, access to Sidekick health programs and more